Assignment management apparatus, assignment management method, and assignment management program
a technology of assignment management and assignment management, applied in the direction of electrical equipment, manual exchange, special service for subscribers, etc., can solve the problem of difficulty in determining the timing of assignment cancellation of excessive number of operators
Active Publication Date: 2014-12-02
P & W SOLUTIONS
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- Abstract
- Description
- Claims
- Application Information
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Benefits of technology
Enables accurate determination of when to cancel temporary operator assignments, improving service quality and operational efficiency by ensuring the right number of operators are available based on real-time traffic conditions.
Problems solved by technology
However, it has been difficult to determine the timing to cancel the assignment of the excessive number of operators.
Method used
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Embodiment Construction
[0035]Descriptions are hereinafter provided for an embodiment of the present invention.
[0036]An assignment management apparatus 1 according to the present embodiment determines timing to cancel assignment of an operator who was temporarily assigned by a manager at a contact center, and notifies the manager of the timing.
[0037]FIG. 1 is a block diagram showing a functional configuration of the assignment management apparatus 1 according to the present embodiment.
[0038]The assignment management apparatus 1 includes a control unit 10, a storage unit 20, a communication unit 30, an input unit 40, and an output unit 50.
[0039]The control unit 10 controls the entirety of the assignment management apparatus 1, and appropriately reads and executes various programs stored in the storage unit 20, thereby collaborating with the aforementioned hardware units, and implementing various functions according to the present embodiment. The control unit 10 may be a central processing unit (CPU). Functi...
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An assignment management apparatus includes: a traffic acquisition unit that acquires traffic per unit time; a storage unit that stores traffic per unit time when an operator is assigned, as traffic upon assignment, in association with the operator and an assignment sequence, and stores traffic per unit time when the assignment is canceled, as traffic upon cancellation; a processing capacity calculation unit that calculates difference between the traffic upon assignment of the operator and traffic upon assignment of an operator whose assignment sequence is next to the operator, as processable traffic of operators; and a determination unit that determines that it is timing to cancel assignment of an operator, in a case in which the traffic per unit time is decreased by the processable traffic calculated for the operator from the traffic upon cancellation.
Description
[0001]This application is based on and claims the benefit of priority from Japanese Patent Application No. 2011-258564, filed on 28 Nov. 2011, the content of which is incorporated herein by reference.BACKGROUND OF THE INVENTION[0002]1. Field of the Invention[0003]The present invention relates to an assignment management apparatus, an assignment management method, and an assignment management program, for operators at a contact center.[0004]2. Related Art[0005]Conventionally, for the purpose of improving the work efficiency or the like of users at an office, a general manager sets seating arrangement that satisfies more seating arrangement conditions, by considering seating arrangement conditions for all the users (for example, see Japanese Unexamined Patent Application, Publication No. 2005-4386).[0006]However, at a contact center, incoming traffic fluctuates every moment, and the traffic drastically changes depending on occurrence of various events in many cases. Accordingly, the m...
Claims
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IPC IPC(8): H04M3/51H04M3/00H04M5/00
CPCH04M3/5175H04M2203/402
Inventor OMIYA, TOSHIYUKI
Owner P & W SOLUTIONS